Case study · Pharmacy
Chronic carethat follows up itself.
A retail pharmacy chain operating across multiple locations in a major Middle Eastern market, managing chronic disease patient follow-up across MS, RA, oncology and asthma. Pharmacists and case managers carried heavy manual workloads: follow-up calls, refill checks, documentation and regulatory forms took a large share of staff time. Follow-up did not scale across disease lines, adverse event and adherence documentation was inconsistent, and the workflow was split between the store, the online pharmacy, WhatsApp and appointments.
Constraints and answers
Six pressures on one pharmacy, answered on one workflow.
The workflow that answers all six
Manual workload on pharmacists and case managers
Heavy manual workload for pharmacists and case managers: calls, refill checks, documentation, annex forms.
Answer
AI health management agent
Connects store, pharmacist, online and remote patient touchpoints into one workflow.
Follow-up did not scale across disease lines
Patient follow-up did not scale across the chronic disease lines.
Answer
Adherence AI
Refill reminders, symptom checks, adverse event detection and risk triage over messaging and calls.
Inconsistent adverse event and adherence records
Adverse event, symptom and adherence documentation was inconsistent, hurting compliance and risk detection.
Answer
AI recording card
Automated transcription and structured clinical documentation, reducing workload and improving compliance.
Work split across four separate channels
Workflows were fragmented between store, online pharmacy, WhatsApp and appointment services.
Answer
In-store AI transparent screen
Symptom-based guidance in the store, lifting OTC conversion and lowering pharmacist workload.
Content capped at about 30 videos
Content production capped at about 30 videos a month, which limited digital reach and brand visibility.
Answer
AI marketing engine
100 to 300 English and Arabic videos a month, for engagement, education and digital presence.
Weak visibility on generative AI platforms
Weak visibility on generative AI platforms, limiting organic customer acquisition.
Answer
Generative engine optimization
Structured knowledge and optimized responses, raising visibility in generative search flows.
The pharmacy reaches the patient between refills, and the record writes itself.
The results
Ten times the content, four channels, one workflow.
- 10x
- CONTENT PRODUCTION
- From 30 videos a month to 100 to 300.
- 4
- CHANNELS UNIFIED
- Store, online, WhatsApp, appointments.
- 5
- DOCUMENTATION TYPES AUTOMATED
- Annex forms, AdhereWell and clinical outcome.
- 4
- DISEASE LINES COVERED
- MS, RA, oncology and asthma.
- 24/7
- ADHERENCE MONITORING
- Refill reminders, symptom checks, AE detection.
Adherence is the clinical outcome. Everything else here exists to protect it.
The stack
What was deployed
One AI system joining in-store, online, messaging and call channels into a single patient care workflow.
Automated patient engagement over messaging and voice for adherence monitoring and symptom tracking.
AI transcription and structured form completion, taking the manual documentation burden off staff.
Interactive transparent screens giving real-time symptom guidance and product recommendations.
Automated multilingual content production, scaling digital education and brand presence.
Visibility across AI platforms, so patients find the pharmacy organically.
역량에 관한 노트
본 사이트 전반에 소개된 역량, 자격, 배포 레퍼런스는 Amanah 핵심 엔지니어링 팀의 총체적인 작업을 반영합니다. 일부 프로젝트는 이전 또는 계열 법인 하에 수행되었습니다. 소버린 배포는 규정상 기밀이므로 개별 고객명은 공개되지 않습니다. 기반이 되는 레퍼런스는 NDA 하에 검증 가능합니다.
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